Head of Customer Service Department (TSS)

Head of Customer Service Department (TSS)(рассматриваются в том числе, релоканты)

We Are Looking For

We are seeking an ambitious individual who is eager to grow both financially and professionally while unlocking their full potential.

About the Project

Fuel card sales in the U.S. (all sales are conducted within the United States).
Project launch: March 2024.
Company background: Operating since 2017, with a similar project successfully growing for the past five years. Based on its stable performance, we have decided to expand operations and diversify our product range. (This is not a new market test; the concept has already proven successful, and we are now focused on scaling the business by offering a broader product portfolio).
Part of a logistics group: The project is a division of a U.S. trucking logistics group, which is the market leader in Uzbekistan. The company is a registered IT Park resident with offices in Tashkent (two offices), Chicago, and Orlando.
Well-established processes: The company has fully developed operational processes. You can adopt existing systems from our similar project, adapt them, or implement new ones from scratch—this depends on the manager’s vision and capabilities. The owners are highly receptive to innovation.
Expansion plans: By the end of 2025, we aim to fully assemble the team in Tashkent.
Responsibilities:

Team Coordination: Manage and organize the work of customer service specialists, monitor task completion, and ensure adherence to service standards.
Quality Assurance: Ensure that all specialists provide high-quality customer support, respond promptly to inquiries, and efficiently resolve issues.
Training and Development: Conduct training, coaching, and development programs to enhance the qualifications of customer service specialists.
Monitoring and Reporting: Track key performance indicators (KPIs) of the team, analyze employee performance, and provide reports to management.
Process Management: Improve customer service procedures and propose solutions to increase the department’s efficiency.
Escalation of Complex Issues: Participate in resolving complex or unique customer inquiries, assisting specialists in finding solutions.
Cross-Departmental Collaboration: Work with other company departments (sales, finance, logistics) to address customer issues comprehensive

Requirements:

English Proficiency: C1 level or higher.
Experience: 1-3 years of experience in managing a customer service team, preferably in logistics, transportation, or fuel card sales.
Leadership Skills: Proven experience in leading and coordinating a team, with the ability to motivate employees and achieve high results.
Communication Skills: Excellent verbal and written communication skills, with the ability to work effectively with clients and within the team.
Organizational Skills: Ability to effectively plan, organize, and manage workflows while handling multiple tasks simultaneously.
Analytical Skills: Ability to analyze data, assess team performance, and make informed decisions.
Technical Knowledge: Experience working with CRM systems and customer service management software. Experience with regulatory documentation is a plus.

What We Offer:

Competitive Salary (negotiable based on competencies).
Management that listens – your ideas and contributions will be valued.
Official employment under the Labor Code of Uzbekistan (official payroll, 21 days of paid annual leave).
5/2 work schedule following the U.S. production calendar for holidays and weekends.
Hybrid work format (as the team operates on U.S. time from 19:00 to 03:00 Tashkent time).
Partial or full coverage of industry-related training (upon agreement with management).
Office located in Ganga (Tashkent).
Corporate events & team-building activities.
Adequate budgets for business process automation.
Professional management with a structured, growth-oriented approach (not the "local" management style).
Clear understanding of project management processes – there will be no mentor, so we need someone who already knows how to run and develop a project independently.